Abbas Safdari

Amy Shever it depends on the metric, we use our own platform (Bettermode) for the engagement metrics like active members, posts, comments, and content contributions. For more nuanced metrics like NPS/CSAT trends, community-influenced pipeline, support/discussion threads resolved, we pull raw community data into tools like SFDC and Intercom and create custom reports there.

Welcome to the community Heather Klinger! A few metrics we see high-performing community and advocacy teams track: Weekly:

Monthly for leadership:

Let me know if you have any specific question about these!

Hey Jodi! I'm on the Bettermode team, just wanted to say we saw this and someone is already reaching out to you directly. Sorry for the friction with the new Admin Panel, we want to make sure you're taken care of. 🙏

Best definition I've landed on: customer marketing is everything that drives value from and for existing customers post-sale. Sales brings them in; customer marketing helps them stick around, grow, and advocate. The pillars you listed are mechanisms and they all serve three things: retention, expansion, advocacy. Lifecycle, education, and comms mostly drive retention and product adoption. Community and advocacy programs drive advocacy (and feed retention). Executive engagement is expansion and senior-buyer relationships. VoC feeds all of them. All of this travels well outside marketing because retention, expansion, and advocacy are how CS, product, and execs think about the customer base too. Happy to compare notes on how I've seen orgs map team structure to those three outcomes.

Congrats on that Charlotte!!

love that perspective Kevin! especially the framing of community being at the start of the flywheel and being embedded across the org. It's actually where most teams seem to get stuck: convincing leadership internally of the value of community as an input into GTM, product, and expansion. Moreover, using events through FUN (haha i love the pun here) to drive customers to the community and then keeping them engaged there. Last q from me because this is a challenge for lots of community and customer marketing teams: what helped Freshworks get that internal buy-in from other team leads which led to the community being so embedded across the org and used by your GTM and product team?

Kevin Lau Congrats man, 50k is huge, i love that you turned the attention back to the members, they are the ones that help the community grow! If you had to name one thing that most helped the Freshworks Community get there, what would it be?